Customer Success Management Market, By Component (Software and Services (Professional Services Managed Services)), By Industry Vertical, By Application, By Geography

Description

The Customer Success Management Market is estimated to be valued at USD 2.01 billion in 2024 and is expected to reach USD 7.91 billion by 2031, exhibiting a compound annual growth rate (CAGR) of 21.6% from 2024 to 2031.

Figure 1. Customer Success Management Market Share (%), By Region, 2024

Customer Success Management Market - IMG1

Customer success management (CSM) is an emerging business practice focusing on maximizing product value for customers by ensuring their success with the purchased product or service. With rising customer expectations and adoption of subscriptions model over one-time purchases, CSM has become crucial for companies to deliver continuous value and retain existing customers in highly competitive markets. CSM encompasses strategic processes and organizational culture changes that empower customer-facing teams to proactively address customer needs across pre- and post-purchase phases. By actively monitoring product usage and seeking feedback, CSM helps align business goals with customer success to enhance loyalty and advocacy over the long-term.

Market Dynamics:

The customer success management market growth is driven by the need for organizations to shift from a product-centric to customer-centric approach to build sustainable customer relationships. Rising demand for measurable business outcomes along with evolving consumption models has necessitated the need for proactive engagement with customers. However, high implementation costs and difficulty in changing existing enterprise processes act as restraints for the market. The growing adoption of software-as-a-service delivery models and technologies like big data analytics presents significant opportunities for CSM vendors to optimize product usage and gain valuable customer insights. Real-time monitoring of usage patterns can help address issues proactively and ensure continuous value delivery.

Key features of the study:

This report provides in-depth analysis of the global customer success management market, and provides market size (US$ Billion) and compound annual growth rate (CAGR%) for the forecast period (2024-2031), considering 2023 as the base year

It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market

This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players

It profiles key players in the global customer success management market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies

Key companies covered as a part of this study include Armatic Technologies Inc., Avaya Holdings Corp., ClientSuccess Inc., CustomerSuccessBox, Freshworks Inc., Gainsight Inc., IBM Corporation, Medallia Inc., Open Text Corporation, Oracle Corporation, Planhat AB, Salesforce.com Inc., SAP SE, Sitecore, Tech Mahindra Limited, Totango, UserIQ Inc., and Verint Systems Inc. are the major players

Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics

The global customer success management market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global customer success management market

Detailed Segmentation-

By Component
- Software
- Services
- Professional Services
- Consulting
- System Integration and Implementation
- Support and Maintenance
- Managed Services
By Industry Vertical
- Healthcare
- Retail
- BFSI
- IT and Telecommunications
- Government
- Other
By Application
- Sales and Marketing Management
- Customer Experience Management
- Risk and Compliance Management
- Other Applications
By Region
- North America
- Latin America
- Europe
- Asia Pacific
- Middle East & Africa
Key Players Insights
- Armatic Technologies Inc.
- Avaya Holdings Corp.
- ClientSuccess Inc.
- CustomerSuccessBox
- Freshworks Inc.
- Gainsight Inc.
- IBM Corporation
- Medallia Inc.
- Open Text Corporation
- Oracle Corporation
- Planhat AB
- Salesforce.com Inc.
- SAP SE
- Sitecore
- Tech Mahindra Limited
- Totango
- UserIQ Inc.
- Verint Systems Inc.

Product Code: CMI5237

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Market Snippet, By Component
- Market Snippet, By Industry Vertical
- Market Snippet, By Application
- Market Snippet, By Region
Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
- Drivers
- Restraints
- Market Opportunities
Regulatory Scenario
Industry Trend
Merger and Acquisitions
New system Launch/Approvals
Impact of COVID-19 Pandemic

4. Customer Success Management Market, By Component, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Software
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Services
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Professional Services
Consulting
System Integration and Implementation
Support and Maintenance
Managed Services

5. Customer Success Management Market, By Industry Vertical, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Healthcare
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Retail
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
BFSI
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
IT and Telecommunications
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Government
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Other
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)

6. Customer Success Management Market, By Application, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Sales and Marketing Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Customer Experience Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Risk and Compliance Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Other Applications
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)

7. Customer Success Management Market, By Region, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, By Region, 2024 and 2031 (%)
North America
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - U.S.
  - Canada
Europe
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - U.K.
  - Germany
  - France
  - Russia
  - Rest of Europe
Asia Pacific
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - China
  - India
  - Japan
  - ASEAN
  - Australia
  - South Korea
  - Rest of Asia Pacific
Latin America
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Middle East & Africa
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - South Africa
  - GCC Countries
  - Rest of the Middle East & Africa

8. Competitive Landscape

Company Profiles
- Armatic Technologies Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Avaya Holdings Corp.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- ClientSuccess Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- CustomerSuccessBox
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Freshworks Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Gainsight Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- IBM Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Medallia Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Open Text Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Oracle Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Planhat AB
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Salesforce.com Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- SAP SE
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Sitecore
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Tech Mahindra Limited
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Totango
- UserIQ Inc.
- Verint Systems Inc.

9. Analyst Recommendations

Wheel of Fortune
Analyst View
Coherent Opportunity Map

10. Research Methodology

References
Research Methodology
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